Most epic customer service fail in the WORLD!
Dear Virgin Media team,
I am one desperately unhappy customer.
On the 8th March, 1 week before I moved into my new flat, I logged online at VirginMedia.com to set up Internet in my new home. On the 15th March I received an email asking me to send through more paperwork. I did this the SAME day. 8 days later, on 23 March I CALL YOU because no one bothered to email me back to even confirm that they received my email.
I was met with the news that they you need a letter of reference from my old landlord proving that I lived in my previous address because I’ve been in the UK for under 3 years. The email you sent me on the 15 March DID NOT ask for this information. The absolute audacity! To make me call you after YOU don’t get in touch with me to tell me that things are missing and that you can’t proceed otherwise.
I send the requested letter immediately and then am told that I can no longer get Internet in my home on 30 March. I have to now wait till 2 April. I’m a freelance digital strategist and I have a presentation on 4th April. You are literally, costing me business!
But it doesn’t end there.
To make matters worse, you go and cut off the Internet at my old flat in Tufnell Park where my old house mates and friends STILL live so now I can’t even go and work there! Someone from Virgin told my old house mates that they cut the Internet off because I told them too. This was NOT the case at any circumstance. I didn’t even call from the Virgin Media land line in my new flat. I did it ALL online! The Internet at <street address> isn’t even in my name. The account is in the name of Mr <account name> and I don’t even know what the password on that account is so how on earth can I authorise the cancellation of that account in the first place. The new Internet account is in my name.
I really am interested to know how on earth you’re going to make this up to me!
